Your team dismisses a customer's food allergy. How do you ensure their safety and satisfaction?

React faster than a soufflé falls in a slammed oven. This is no time for half-baked solutions. Every second counts regarding food allergies, and your swift action can make the difference between a satisfied customer and a medical emergency. For example, if a customer mentions a nut allergy and your team shrugs it off, swoop in like a hawk. Personally take charge of their order, ensuring every ingredient is double-checked, and cross-contamination risks are eliminated. Go the extra mile by preparing their dish in a separate kitchen area, using dedicated allergy-safe utensils.

Creo que además de resolver el problema inmediatamente, dar seguimiento a su salud es reiterarle que fue un error e invitar a seguir consumiendo e invitarla a conocer los procesos para que haya seguridad sobre las acciones a seguir para eliminar el riesgo.

Understanding food allergies is essential for any business model in the gastronomy sector that aspires to sustainable growth. It's more than a trend; It is a health need and when a client with dietary restrictions finds care and facilities that meet their needs, they become a spontaneous consumer and promoter. It is essential to align the team and operations so that it is sensitive and adaptable to customers' food allergies, from ingredients to personalized and informative service, evaluating safe alternatives, avoiding cross-contamination and providing clear information to customers, whether through the menu or direct service, influencing the image of your restaurant, thus reinforcing values such as responsibility and inclusion.

My first response is to check with the customer and communicate with them,on how they are doing, apologize immediately, because our policy is that team members should notify management immediately of any allergies, we don’t dismiss or neglect allergy issues. If there’s any need for medical attention we’ve to call for help immediately, we will do follow up with the team and ensure that drastic measures are taken, so it won’t happen again.

Además de dar continuidad a su estado de salud , es importante mostrar interés de que vuelva a consumir , creo que ofrecer un producto de regalo y mostrar transparencia para regresar la confianza del cliente.

Open up like you're sharing your secret family recipe. Honesty is the best policy, especially when it could be a matter of life or breath. Building trust with your customer is crucial, and transparency is your key ingredient. For example, sit down with the customer, explain the situation, and walk them through every step you're taking to ensure their safety. Show them your allergy protocol handbook if you have one - it's like giving them a behind-the-scenes kitchen tour. Offer to show them the ingredients you're using and explain how you're preparing their meal safely.

Asegurarse de las restricciones alimentarias es de suma importancia, cualquier producto deberá tener la notificación que contiene alérgenos. Además preguntar al cliente si tiene alguna alergia y hacerle saber cuales alimentos son seguros. Internamente capacitar al personal sobre estos riesgos, el impacto que tienen sobre la salud y el riesgo que existe sobre la contaminación cruzada.

Desde el punto de vista de seguridad alimentaria, deben existir procesos para manejo de alérgenos .desde el ingreso de la materia prima, identificación correcta , uso y manejo dentro de las cocinas para evitar contaminación cruzada.

En mi experiencia desde la identificación de la materia prima con etiquetas de colores, uso de equipo menor identificado por colores para saber que se usa para cada alimento y evitar los riesgos de consumo o contaminación.

I think it is important to communicate with the guests and staff if we are aware of an allergy, tell the measures you have taken and be honest with the risks. All staff needs to be aware and vigilant, talk about it frequently and make sure that it is checked with all people involved from kitchen to guest service.